Most Associations identify their members as their clients. Just as successful REALTORS® concentrate on what their clients want and need in order to provide the best service, the most successful Associations are those that focus on the member clients' wants and needs. We will discuss innovative ways to go beyond the typical email survey to reach members and find out what they want from their Association, as well as explore customer service tenets that improve member service in very basic ways to result in happier, more engaged members!

1. Maura Neill,
REALTOR®
Answering
Expectation
with Excellence
Maura Neill
REALTOR®
#xchange19

2. Education RPAC &
AdvocacyAssociation
Role &
Benefits

3. ”Buyers are liars and
Sellers are storytellers.”
MEMBERS

4. EDUCATION
ONE WORD that describes the Professional
Development offerings at your board/association.

5. Survey Results
• “Our board doesn’t screen instructors to find out if
they’re even qualified.”
• ”It feels like the ‘big names’ just get hired, even if
they’ve never sold a house.”
• “My association thinks it’s ok for mandatory CE to
be boring because we have to be there.”
• “I need classes that will actually help me make
more money.”
• “No one asks us what we want to learn.”

6. REALTORS® said:

7. AEs Said:
In your opinion, what is the value of
education/professional development to your
Members’ careers?

8. Ed Directors Said:
In your opinion, what is the value of
education/professional development to your
Members’ careers?

9. REALTORS® said:

10. AEs Said:
How important is it to your Members that they
receive CE credit for education/professional
development?

11. Ed Directors Said:
How important is it to your Members that they
receive CE credit for education/professional
development?

12. How do we give them what they want?

14. Multi-Step Formula for Success
1. Email Survey
2. Focus Group
3. Compile Data
4. Execute Plan

22. 1. RPAC and Advocacy
2. Education & Events
3. Member Benefits
4. Consumer Interest
Keep It Simple:

23. An Association is more than
its Leadership – look
beyond the familiar faces.
Craft messaging for
members and consumers
Get creative – think outside
the box
“That’s Who We R”
CONSIDER:

24. Connect: about.me/MauraNeill